OPERATIONS SPECIALIST FOR CRAIOVA

TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

Profile:

* Advanced in English;
* At least 3 years experience in the customer interaction / BPO industries;
* Experience in Operations;
* Customer service experience;
* Previous experience with both inbound and outbound sales / customer service;
* Proven track record delivering consistently high standards of customer service in a complex operational environment;
* Strong MS Poffice skills with analytic thinkin
*Knowledge of the following systems: knowledge of WFM system, Bluepumkin, Verint, Hermes, AVAYA, CMS- will be a big plus
* Available for relocation in Craiova

Position summary

* Will be responsible for managing specific operations and activities related to various practice areas (i.e. Customer Care practice, Technical Support or Sales/Marketing practice, Application Development and BPO Outsourcing);
* Will ensure that client requirements are translated into action plans for various verticals focusing on customer service, profitability, client relationship and efficiency.

Responsibilities

* Will maintain and improve the operations by monitoring system performance; identify problems and risk; prepare and complete action plans; complete system audits and analysis; manage system and process improvement;
* Will ensure the achievement of all KPI’s stipulated by clients through active coordination with various Operations and Support functions (i.e. Human Resources, Facilities, I.T., Finance and Training & QA); participate at the development of various procedures and regulations and respective follow up process;
* Will ensure all reports to clients are sent correctly;manage their programs successfully through the achievement of service levels and revenue targets through active coordination on staffing requirements, adjustment of staff schedules, usage of overtime or under time, systems, facilities, etc;
* Will provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship and program management. Will work closely with Sales and Marketing departments to grow and expand the business;
* Will be responsible for collaborating with the management in the development of key strategies, projects, functions and services;
* Will support business and financial reviews to ensure key metrics and service level agreements are met and implement action plans from these reviews;
*Will be responsible of the entire Operations in Craiova(200 seats)